CX Strategy Analyst

Job Purpose

To achieve Operational Bestness the CX Strategy Analyst will be primarily responsible for transforming data from multiple sources into insights and actionable strategies on business trends and the overall customer experience. Will participate in all aspects of both departmental and cross-departmental projects supporting actionable strategic objectives to improve the overall customer experience.

Key Functions

• Contribute to the organizational vision to enhance the holistic customer experience.
• Interpret data and analyze results to provide prescriptive strategies to mitigate customer and business friction to improve the overall customer experience and business health.
• Demonstrate strong analytical skills collecting, cleansing, analyzing and distributing significant amounts of information with an emphasis on detail and accuracy.
• Reinforce initiatives for data integrity and normalization.
• Produce concise reports with insights supported by analytics and business logic, and provide actionable insights related to customer behaviors and business processes.
• Develop and demonstrate courage by providing opinions, insights, and actionable strategies on difficult issues.
• Provide data and analytical support throughout the involvement in various projects, product launches, and process changes before, during, and a minimum of 60 days post launch to monitor and report on impacts.
• Leverage multiple data sources to conduct exploratory data mining to surface emerging trends for quick resolution and overall support of long term and ongoing improvement plans.
• Develop strong consultative relationships throughout the organization.
• Demonstrate business acumen by successfully applying both descriptive and diagnostic analysis skills as part of understanding the overall business.
• Successfully manage multiple projects and coordinate efforts across the organization.
• Develop, standardize, and maintain process improvement reports and reporting metrics.
• Leverage a variety of tools and resources to gain comprehensive insights into the internet and cable industry.
• Utilize data-driven approaches to assess pricing strategies, technological developments, and consumer behavior, ensuring informed decision making and strategic planning.
• Assist with CX strategy; considers multiple perspectives before moving to action; analyzes personal decisions and behaviors for impact on the company, customer, and team.
• Display Midco’s Core Values and Leadership Success Drivers.
• Adhere to Midco privacy guidelines to ensure each customer’s privacy.
• Maintain regular attendance as required by your position.

Additional Functions and Responsibilities

• Communicate effectively and professionally in all forms of communication with internal and external customers.
• Function as an effective team member while supporting the efforts and strategies, initiatives and projects of other departments.
• Support the mission, vision, and values of Midco. Apply personal ethics, honesty, initiative, flexibility, responsibility, and confidentiality in all areas of responsibility.
• Possess an enthusiastic, energetic, self-motivated, and detail-oriented approach towards work and all work projects.
• Possess strong problem-solving, critical-thinking and decision-making skills while using good judgment.
• Multi-task without loss of efficiency or composure.
• Maintain a positive work atmosphere by acting and communicating in a manner that develops positive relationships with team members, customer and leadership.
• Adhere to and actively follow Midco policies and procedures.
• Perform other duties as assigned.

Experience and Education

• Bachelor’s Degree in Business Management or equivalent work experience is required.
• Minimum 3 years’ data analyst or business data analyst experience is preferred.
• Expertise using MS-Excel pivot tables, lookups and advanced functions is required.
• Minimum of 1 year SQL experience is preferred.
• Expertise in using various software tools for data analysis and visualization is preferred, with a particular emphasis on Tableau and/or PowerBI.
• Analytical and logical mind-set.
• Aptitude for math and statistics.

Work Environment and Physical & Mental Demands

• The employee may occasionally be required to reach with hands and arms, stoop, kneel, or crouch.
• The noise level in the work environment is moderate.
• Demonstrate the ability to think critically and solve complex problems using data-driven approaches.
• Possess a solid understanding of mathematical and statistical concepts, enabling effective data analysis and interpretation.
• Capable of clearly conveying complex analytical insights to both technical and non-technical stakeholders, fostering informed decision-making.
• Employees may be required to work in excess of 40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands.

About Midco

• Midco offers the most reliable wholly owned and operated fiber network spanning 17,000 miles.
• We are a telecommunications leader that is redefining connectivity while being a force for good in the communities we serve.
• We serve nearly 500,000 homes and businesses in more than 400 communities in Kansas, Minnesota, North Dakota, South Dakota and Wisconsin.
• Our 1,900 team members work together with integrity, creating a caring culture for a lasting impact.

Ready to work at Midco? We thought so. Here are a few more reasons why Midco is one of the best places to work:

• Free Midco internet & TV
• Great opportunities to get involved in volunteerism
• Generous 401(k) match and paid time away from work programs
• And many more

Visit Midco.com/Careers to learn about employment opportunities and apply today. Midco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, protected Veteran status, age, marital status, status with regard to public assistance, familial status, membership or activity in a local commission, or any other characteristic protected by law.